Publication Date: 31 January 2024
Swann Complaints Policy
Objective: At Swann, we are committed to providing excellent products, customer service and ensuring customer satisfaction. We understand that there may be occasions where customers are dissatisfied with our products or services. This Complaints Policy outlines the procedure to address and resolve such concerns promptly and effectively.
How to Make a Complaint: Customers can make a complaint through the following channels:
- Online Form: Complete the online complaint form available on our website.
- Email: Send an email to [email protected].
- Phone: Call our customer service hotline at on +44 (0) 2036 911 158, Monday to Friday, 9.00am to 5pm (GMT).
Information Required: When making a complaint, please provide the following information:
- Your name and contact details.
- Order number (if applicable).
- Nature of the complaint.
- Any relevant supporting documents or images.
Acknowledgment of Complaints: We will acknowledge receipt of your complaint within 2 working days, either by email or phone, and provide you with a reference number for tracking purposes.
Investigation Process: Our dedicated complaints team will investigate your complaint thoroughly and impartially. This may involve contacting you for additional information or clarification. We aim to complete the investigation within 10 working days.
Resolution: Upon completion of the investigation, we will provide you with a written response detailing the outcome. If the complaint is upheld, we will outline the steps we will take to resolve the issue.
Escalation: If you are not satisfied with the initial resolution, you may request escalation by contacting our complaints team. We will review the case again and provide a final response within 20 working days.
External Resolution: If you remain dissatisfied after exhausting our internal complaints process, you have the option to escalate the matter to an external dispute resolution service. We will provide you with details of the relevant Ombudsman.
Continuous Improvement: We value customer feedback and use complaints as an opportunity for continuous improvement. Regular reviews of our complaints process are conducted to enhance our products and services.
Contact Information:
Swann Communications Ltd
2 Canon Harnett Court,
Wolverton Mill,
Milton Keynes, MK12 5NF
+44 (0) 2036 911 158